1st/2nd Line IT Support Engineer

1^st/2^nd Line IT Support Engineer required by our market leading client based in Broxbourne, Hertfordshire.

The successful candidate will be responsible for delivering high-quality 1^st and 2^nd line IT support across the organisation, ensuring users receive efficient, professional, and timely technical assistance.

The role focuses on incident management, technical troubleshooting, endpoint support, and Microsoft 365 administration. The position is well suited to a hands-on IT Support Engineer who enjoys problem solving, structured fault resolution, and working within modern Microsoft technologies.

Key Responsibilities

• Act as the first point of contact for IT support queries across the business
• Triage, prioritise, and resolve incidents in line with SLAs and business impact
• Provide 1^st and 2^nd line support across desktops, laptops, mobile devices, printers, and peripherals
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Manage user accounts, identity, and access via Active Directory / Entra ID, including MFA and Conditional Access
• Deploy and manage devices using Microsoft Intune / Endpoint Manager
• Support endpoint security using Microsoft Defender and ensure patch compliance
• Carry out joiners, movers, and leavers processes
• Assist with system updates, patching, and vulnerability remediation
• Maintain accurate IT asset records, documentation, and knowledge base articles
• Escalate complex issues where required while maintaining ownership through to resolution
• Support telecoms provisioning and user/device administration
• Contribute to continuous improvement of IT processes and user experience

Skills & Experience Required

Essential:

• Experience in an IT Support, Helpdesk, or Desktop Support role
• Strong knowledge of Windows desktop environments
• Experience supporting Microsoft 365
• Good understanding of Active Directory / Entra ID
• Exposure to Microsoft Defender or similar endpoint security tools
• Basic networking knowledge
• Strong troubleshooting and customer service skills
• Experience supporting multi-site or remote users

Desirable:

• Microsoft Intune / Endpoint Manager experience
• Azure cloud exposure
• Dynamics 365 Business Central / Power Platform
• Experience with telephony or workforce management systems

What’s on Offer

• £30,000-35,000 p/a
• Excellent benefits package
• Modern Microsoft-first IT environment
• Exposure to cloud, security, and endpoint technologies
• Strong career progression into senior IT or infrastructure roles
• Supportive and collaborative IT team environment

Additional Information

• This is a fully onsite role (5 days per week)
• Occasional travel to other UK sites may be required
• A great opportunity for a proactive IT Support Engineer looking to develop within a dynamic environment

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